The perfect components
for your ITSM processes
for your ITSM processes
HelpMatics™ Modules
Module HelpMatics™ ServiceDesk:
Support of the ITIL processes Incident Management & Problem Management.
Prioritisation, categorisation, deadline monitoring, history, workflow and date management, service level monitoring with escalation and warning levels, information management. In addition, knowledge management with an integrated knowledge base, resource/configuration management with storage of asset or product data, user administration and much more.
Module HelpMatics™ Change:
Support of the ITIL process Change Management.
Controlled and organised management of IT changes. Representation of all individual steps – from the entry of a request for change (RFC) by authorised users to the completion of the change and its documentation. With ready-made templates, input masks, communication templates, etc.
Module HelpMatics™ CMS:
Support for configuration management and service asset management.
HelpMatics™ CMS is the first and only system worldwide with a CMDB tailored to HCL Domino Notes technology. HelpMatics™ CMS serves as a high-performance information base for all ITIL processes within HelpMatics™ for incident, problem, knowledge and change management across all modules.
Features: CI types such as users/accounts, hardware, software, services, documentation. Grouping of CIs into logical units. n:m relationships between all CIs or CI groups. Graphical representation of relationships. Status for CIs incl. display in views. Administratable CI-specific categories. Process and maintenance functions, e.g. mass changes to CIs. Change history. Authorisation and role concept.
Module HelpMatics™ Survey:
Support of the service level management.
Survey tool for recording customer satisfaction with direct link to the ServiceDesk module and the resource data; largely automated execution of one-time, continuous or open surveys; with integrated, freely definable question templates, convenient reporting functionalities, graphical result view.
HelpMatics™ Survey is ideal for conducting and evaluating employee surveys. Both selective (one-time) surveys and continuous surveys – to create an employee barometer) can be carried out quickly and professionally.